System and method for implementing recording plans using a presence-based plan manager

ABSTRACT

A system for implementing a recording plan based upon the presence of a client includes a client monitor and a plan manager. The client monitor generates a presence message signifying the presence of a client on a network associated with the system. The presence message comprises a presence type and a client identity. The plan manager receives the presence message from the client monitor and, in response, retrieves a plan template based upon the client identity and the presence type. The plan manager creates a recording plan associated with the client based at least in part upon the plan template.

CROSS-REFERENCE TO RELATED APPLICATIONS

[0001] This application is related to and filed concurrently withpending U.S. patent application Ser. No.______, entitled “System andMethod for Implementing Recording Plans Using a Session Manager” andpending U.S. patent application Ser. No._______, entitled “System andMethod for Processing Work According to an Active Work Model”. Theseapplications have been commonly assigned to e-talk Corporation.

TECHNICAL FIELD OF THE INVENTION

[0002] This invention relates generally to communication systems, andmore particularly to a system for implementing recording plans using apresence-based plan manager.

BACKGROUND OF THE INVENTION

[0003] Call centers provide a wide array of services through sessionsthat may include both a voice session and a data session. In a callcenter environment, it is important to record, store, and communicatevoice and data sessions efficiently. Prior call center systems providedrigid schedules against which voice and/or data sessions were recordedfor a particular service representative. A drawback to this approach isthat the work schedule of a particular service representative may not beconsistent with the recording schedule that is established. This maycause the call center to dedicate hardware and/or software resourcesunnecessarily.

SUMMARY OF THE INVENTION

[0004] In accordance with the present invention, a system and method forimplementing a recording plan using a presence-based plan manager areprovided that substantially eliminate or reduce disadvantages orproblems associated with previously developed communication systems andmethods.

[0005] According to one embodiment, a system for implementing arecording plan based upon the presence of a client includes a clientmonitor and a plan manager. The client monitor generates a presencemessage signifying the presence of a client on a network associated withthe system. The presence message comprises a presence type and a clientidentity. The plan manager receives the presence message from the clientmonitor and, in response, retrieves a plan template based upon theclient identity and the presence type. The plan manager creates arecording plan associated with the client based at least in part uponthe plan template.

[0006] According to another embodiment, a system for implementing arecording plan comprises a first record manager, a second recordmanager, and a session manager. The first record manager generates afirst message that comprises a request to record a first sessionaccording to a recording plan, wherein the first session is conducted bya client associated with the recording plan. The session manager iscommunicatively coupled to the first record manager and the secondrecord manager. The session manager generates a second message forcommunication to the first record manager. The second message comprisesan authorization to record the first session. The session managerfurther generates a third message for communication to the second recordmanager. The third message comprises a command to record a secondsession.

[0007] Depending on the specific features implemented, particularembodiments of the present invention may exhibit some, none, or all ofthe following technical advantages. One aspect of the present inventionprovides a platform that implements recording plans based upon thedetected presence of clients on a network of the system. The recordingplans are activated and executed to record various voice and/or datasessions conducted by the client such as, for example, in a call centerenvironment. The presence of the client may be detected on a voicenetwork or data network of the system. A particular advantage of thispresence-based implementation of recording plans is that the hardwareand/or software resources of the system are more efficiently allocated.Moreover, the monitoring and recording of voice and/or data sessionsneed not be performed according to rigid schedules that fail toaccommodate for client unavailability.

[0008] Other technical advantages are readily apparent from one skilledin the art from the following figures, descriptions, and claims.

BRIEF DESCRIPTION OF THE DRAWINGS

[0009] For a more complete understanding of the present invention andits advantages, reference is now made to the following descriptions,taken in conjunction with the accompanying drawings, in which:

[0010]FIG. 1 illustrates a communication system for implementingrecording plans in accordance with the present invention;

[0011]FIG. 2 illustrates a graphical user interface for generating plantemplates used by the system;

[0012]FIG. 3 illustrates one embodiment of a session table maintained inthe system;

[0013]FIG. 4 illustrates one embodiment of a transaction tablemaintained in the system; and

[0014]FIG. 5 is a flowchart of a method for implementing recording plansin the communication system.

DETAILED DESCRIPTION OF THE INVENTION

[0015]FIG. 1 illustrates a communication system 10 that includes a callcenter 12 coupled to the public switched telephone network (PSTN) orother switched or other dedicated communication facility that canestablish sessions with call center 12, which is referred to generallyas PSTN 14. In general, call center 12 provides a wide array of servicesthrough sessions that may include both a voice session and a datasession. The components of call center 12 provide various functions andfeatures that allow recording and faithful reproduction of the sessions.In one embodiment, these features and functions are performed accordingto the presence-based activation and subsequent execution of recordingplans 90.

[0016] Call center 12 comprises a platform 16 coupled to a voice network18 and a data network 20. Voice network 18 comprises an automatic calldistributor (ACD), a private branch exchange (PBX), or othertelecommunications switch 22. Switch 22 is coupled to a voice recordmanager 50 of platform 16 using lines 30. Lines 30 support a variety ofvoice channels that allow platform 16 to monitor and record voicesessions conducted on voice network 18. A voice session comprises anysuitable communication using voice network 18. For example, a callcenter service representative may engage in voice communication with acustomer to produce a voice session. Platform 16 also receivesinformation over lines 30 regarding the operation of switch 22 and thehandling of calls received in call center 12. This information mayinclude call set-up information, traffic statistics, data on individualcalls and call types, automatic number identification (ANI) information,computer telephony integration (CTI) information, or other informationthat may be used by platform 16 to implement recording plans 90. Switch22 is also coupled to a voice instrument 32 at agent workstation 34 anda voice instrument 36 at supervisor workstation 38. Voice instruments 32and 36 terminate voice paths established from voice record manager 50via switch 22.

[0017] Network 18 further comprises an adjunct 24 that is coupled tocall manager 52 of platform 16 using link 40. Adjunct 24 comprises acomputer telephony integration (CTI) application or platform, contactcontrol server, or other adjunct device accessible by platform 16 toperform call center functions. Adjunct 24 may also include a link toother components of the call center's management information system(MIS) host for obtaining agent and supervisor names, identificationnumbers, expected agent schedules, customer information, or any otherinformation relating to the operation of the call center. Adjunct 24 maybe implemented in an onsite or remote mainframe, workstation, personalcomputer, or other device that includes sufficient processing andstorage capacity.

[0018] Data network 20 may comprise a local area network, wide areanetwork, or other communication network that supports communication ofdata between a data record manager 54 of platform 16 and computers 42and 44 associated with agent workstation 34 and supervisor workstation38, respectively. Computers 42 and 44 may be referred to generally ascomputers 42, and may include a real time clock, a processor, volatileand non-volatile memory (RAM, ROM, CD-ROM, optical disk, etc.), adisplay, a mouse, a keyboard, and other suitable input/output devices.Although FIG. 1 illustrates one agent workstation 42 and one supervisorworkstation 44, it is understood that call center 12 may includenumerous agent workstations 42 and supervisor workstations 44.Workstations 34 and 38 and/or computers 42 and 44 may be referred togenerally as clients. A client manager 46 comprises a software moduleand associated interfaces that operates on computer 42 to interact withplatform 16 and to provide various features and functions that allowrecording and faithful reproduction of data sessions.

[0019] A data session comprises information that is generated, retrievedor manipulated on a computer 42 of a client. For example, a data sessionmay comprise keyboard entries, screen display and/or draw commands,video processes, web/HTTP activity, e-mail activity, fax activity,applications, data network 20 processes, or any other suitableinformation or process associated with a computer 42 of a client. In acall center environment, clients are typically operated by servicerepresentatives or their supervisors.

[0020] In addition to voice record manager 50, call manager 52, and datarecord manager 54, platform 16 further comprises a client monitor 56coupled to data network 20. A plan manager 58 is coupled to clientmonitor 56 and a trigger manager 60. A session manager 62 is coupled todata network 20, voice record manager 50, data record manager 54, and apresentation manager 64. A message server 66 is coupled to presentationmanager 64.

[0021] Platform 16 maintains a database 70 that stores varioustemplates, files, tables, voice segments, data segments, and any othersuitable information or data used to faithfully record and reproducevoice and data sessions. Database 70 may be implemented in one or moreseparate databases accessed locally or remotely by the components ofplatform 16.

[0022] The various components of platform 16 illustrated in FIG. 1provide a conceptual block diagram of an exemplary hardware and softwareconfiguration. It is understood, however, that the components ofplatform 16 may be implemented in any suitable arrangement as one ormore modules, routines, and application interfaces that operate on oneor more processors. Furthermore, call center 12 may include one or moreswitches 22 and platforms 16 depending on the particular design capacityand implementation details of communication system 10.

[0023] System 10 generally performs two basic operations including thepresence-based activation of recording plans 90 and the subsequentexecution or fulfillment of recording plans 90. The followingdescription of each operation is primarily detailed with respect to onerecording plan 90 associated with a particular client, but it isunderstood that system 10 is capable of operating with respect to anyappropriate number and combination of recording plans 90 for anyappropriate number and combination of clients simultaneously.

[0024] System 10 activates recording plans 90 based upon the detectedpresence of clients within voice network 18 or data network 20 of callcenter 12. Call manager 52 is generally responsible for detecting thepresence of a client within voice network 18. Client manager 46 isgenerally responsible for detecting the presence of a client within datanetwork 20.

[0025] The following discussion illustrates an example of detectingclient presence within voice network 18. Switch 22 initiates a voicesession at call center 12 in response to receiving a call from PSTN 14.Switch 22 transfers the call to voice instrument 32 of the appropriateclient. Adjunct 24 generates an event message 80 that is communicated tocall manager 52 and/or trigger manager 60 of platform 16. Event message80 may comprise information identifying the extension of voiceinstrument 32, profile information, call details (e.g., call start, callend, call transfer, on-hold, off-hold, ringing), login/logoutinformation, Automatic Number Identification (ANI) information, DialedNumber Identification Service (DNIS) information, or any otherinformation that indicates the presence and identity of a client onvoice network 18. In one embodiment, message 80 is formatted as a CTImessage. In response to receiving event message 80, call manager 52communicates a login notification message 82 to client monitor 56. Loginnotification message 82 may comprise all or a portion of the informationcommunicated in event message 80. Message 82 indicates that anappropriate recording plan 90 may be activated for the particular clientwhose presence was detected on voice network 18.

[0026] The following discussion illustrates an example of detectingclient presence on data network 20. Client manager 46 detects a loginevent of an associated client to data network 20. The login event maycomprise any technique by which the client makes data network 20recognize the client such that, for example, the client may begin acomputer session. This may include the entry of a username and passwordand subsequent verification and authorization of the client. Inresponse, client manager 46 generates a login notification message 84that is communicated to client monitor 56 of platform 16. Message 84comprises profile information, IP address of computer 42 associated withthe client, and any other information used to indicate the presence andidentity of a client on data network 20. Message 84 indicates that anappropriate recording plan 90 may be activated for the particular clientwhose presence was detected on data network 20.

[0027] Client monitor 56 receives login notification message 82 fromcall manager 52 and/or message 84 from client manager 46 based upon thetype of presence that is detected as described above. Client monitor 56generates a presence message 86 for communication to plan manager 58 inresponse to receiving message 82 and/or 84. Presence message 86comprises information identifying the type of presence detected in callcenter 12. For example, if the client connects to voice network 18 suchthat client monitor 56 receives a login notification message 82 fromcall manager 52, then presence message 86 may indicate the voicepresence of the client. If a client connects to data network 20 of callcenter 12 such that client manager 46 communicates a login notificationmessage 84 to client monitor 56, then presence message 86 may indicatethe data presence of the client. If the client connects to both voicenetwork 18 and data network 20, then presence message 86 may indicateboth the voice presence and the data presence of the client. In additionto the type of presence detected within call center 12, presence message86 further indicates the identity of the client whose presence wasdetected.

[0028] Plan manager 58 receives presence message 86 indicating theclient's presence and identity within call center 12. In response, planmanager 58 activates an appropriate recording plan 90 for the client. Anadvantage of system 10 is that by activating a recording plan 90 for aclient based upon the detected presence of the client within a voicenetwork 18 or data network 20 of call center 12, the hardware, software,and memory resources of call center 12 may be used efficiently.

[0029] To activate a recording plan 90 for a client, plan manager 58queries database 70 for an appropriate plan template 88. Plan templates88 stored in database 70 comprise recording parameters and guidelines,trigger information, and participant information that may be used tocreate a recording plan 90 for a particular client. Plan templates 88may be created by a user of system 10 using the graphical user interfacedescribed in greater detail with reference to FIG. 2. Plan manager 58retrieves an appropriate plan template 88 from database 70 based uponthe type of presence that is detected (e.g., voice presence, datapresence, voice and data presence) and the identity of the particularclient whose presence was detected. For example, if plan manager 58receives a presence message 86 indicating that client X logged intovoice network 18, plan manager 58 retrieves an appropriate plan template88 that can be used to create a voice recording plan 90 for client X. Ifpresence manager 86 indicates that client X logged into data network 20,plan manager 58 retrieves an appropriate plan template 88 that can beused to create a data recording plan 90. If presence message 86indicates both voice and data presence of client X, then plan manager 58retrieves an appropriate plan template 88 that can be used to create avoice recording plan 90 and a data recording plan 90.

[0030] Once an appropriate plan template 88 is retrieved, in aparticular embodiment, plan manager 58 retrieves client information 92based upon the client identity indicated in presence message 86. Clientinformation 92 may comprise information maintained by a workforcemanagement system associated with call center 12 such as, for example,expected client schedules and client availability information.

[0031] Plan manager 58 creates a recording plan 90 for the particularclient based at least in part upon the retrieved plan template 88. In aparticular embodiment, plan manager 58 creates a recording plan 90further based upon client information 92. The recording plan 90 may be avoice recording plan 90, a data recording plan 90, or a voice and datarecording plan 90, and generally comprises instructions and guidelinesfor recording voice and/or data sessions conducted by the client and isgenerally based on various scheduling criteria for a particular planperiod. In one embodiment, the recording instructions may identify anumber of voice and/or data sessions to be recorded during a plan periodaccording to a recording pattern associated with the schedulingcriteria. The recording instructions may comprise constraints onrecordings. The recording instructions may comprise instructions torecord voice and/or data sessions during a plan period in response tothe occurrence of various trigger conditions. For a voice recordingplan, for example, various trigger conditions may be based upon theoccurrence of CTI events within voice network 18. For a data recordingplan, for example, the various trigger conditions may be based uponclient activity at an associated computer 42 (e.g., keyboard entries,screen display and/or draw commands, mouse movement, applicationlaunch). The recording instructions of a recording plan 90 are generallynot tied to a strict schedule but, rather, are flexible enough to beimplemented over the course of a plan period according to theavailability of clients and network resources upon detecting thepresence of the client.

[0032] Recording plans 90 may comprise client recording plans 90 and/ormaster recording plans 90. Client recording plans 90 are created for aparticular client of call center 12, as described above. Masterrecording plans 90 may be applied to groups of clients in call center12. Master recording plans 90 generally comprise global triggerconditions used to initiate recordings of voice and/or data sessions.

[0033] In particular instances, recording plans 90 may be activated atone time and then deactivated at a later time without being completelyfulfilled. For example, a client may log-off from voice network 18, datanetwork 20, or both. In another example, error or reset conditions mayoccur. In these instances where a recording plan 90 has beendeactivated, the recording plan 90 may be reactivated upon the detectedpresence of the associated client. The recording instructions ofreactivated recording plans 90 generally account for the fact that aportion of the recording plan 90 may already be completed. For example,if a particular recording plan 90 is ninety percent completed whenreactivated, then the associated recording instructions may be adjustedbased at least in part upon the portion of the recording plan 90 alreadycompleted, the remaining period of time in the plan period, the maximumnumber of recordings that may be performed in a given day, the recordingpattern that is selected, and a host of other scheduling criteria. Inthis regard, the recording plan 90 comprises a dynamic plan that adjustsbased upon client availability, resource availability, and the thencurrent progress in fulfilling the recording plan 90.

[0034] In one embodiment, as a part of activating recording plans 90,plan manager 58 determines and assigns a priority for each recordingplan 90 based upon a number of factors, such as, for example, thepercentage of the recording plan 90 remaining to be fulfilled, theavailable hardware and/or software resources, statistical trendinginformation associated with call center 12, client availability, and anyother suitable information. Recording plans 90 that are reactivated maybe assigned a modified priority based upon the then current status ofthe above criteria.

[0035] The activation and execution of multiple recording plans 90 mayoverlap within call center 12. Because there may not be enoughprocessing capacity and network resources to execute every recordingplan 90 that is activated during a given period of time, the prioritiesthat are assigned to individual recording plans 90 are useful forallocating valuable resources in call center 12. For example, arecording plan 90 with a higher priority established by plan manager 58may be executed ahead of a recording plan 90 with a lower priority. Asdescribed in greater detail below with regard to session manager 62, theexecution of multiple recording plans 90 may be prioritized based uponthe priority of any given recording plan 90.

[0036] Upon creating a recording plan 90 for a particular client whosepresence is detected in call center 12, plan manager 58 communicatesrecording plan 90 to client manager 46, voice record manager 50 and/ortrigger manager 60 based upon the type of recording plan 90. Forexample, data recording plans 90 may be communicated to client manager46 for recording data sessions. Voice recording plans may becommunicated to call manager 52 to record voice sessions. Voicerecording plans 90 that include trigger conditions may be communicatedto trigger manager 60. Master recording plans 90 may be communicated toclient manager 46, voice record manager 50, and/or trigger manager 60.

[0037] Once a recording plan 90 is activated for a particular clientbased upon detecting the presence of the client, call center 12 recordsvoice and/or data sessions conducted by the client according to therecording plan 90. The following discussion illustrates an example ofrecording a voice session and/or a data session according to a recordingplan 90. Voice record manager 50 may determine that a particular voicesession conducted by the client may be recorded to fulfill an associatedvoice recording plan 90 in accordance with the recording instructions oras a result of the occurrence of a trigger condition as determined andcommunicated by trigger manager 60. Trigger manager 60 may determinethat a trigger condition has occurred in response to receiving an eventmessage 80 from voice network 18. In response, voice record manager 50communicates a message 94 to session manager 62 requesting authorizationto record the voice session according to the appropriate voice recordingplan 90. Similarly, client manager 46 may determine that a particulardata session conducted by the client may be recorded to fulfill anassociated data recording plan 90 in accordance with the recordinginstructions or as a result of the occurrence of a trigger condition. Inresponse, client manager 46 communicates a message 94 to session manager62.

[0038] Message 94, whether communicated by voice record manager 50 orclient manager 46, generally comprises information identifying theclient (e.g., username, password, extension, IP address), at least aportion of the information from the recording plan 90, and an indicationof any resources necessary to record the voice and/or data session. In aparticular embodiment, voice record manager 50 and/or client manager 46may begin recording the voice and/or data session prior to receivingauthorization from session manager 62 in response to message 94 so as topreserve the integrity of the session.

[0039] Session manager 62 controls the execution of various recordingplans 90 in a number of ways. For example, session manager 62 determineswhether any particular request to record a voice and/or data sessionwill be authorized. Second, session manager coordinates the operation ofvarious components within call center 12 to synchronize, whereappropriate, the recording of voice and data sessions for a particularclient. Third, session manager 62 maintains a session table 100 thattracks multiple ongoing sessions that are being recorded in call center12. Fourth, session manager 62 usurps network resources allocated to oneor more ongoing sessions in favor of other sessions based upon thepriority of associated recording plans 90 and/or based upon “record ondemand” commands received by session manager 62.

[0040] To authorize or reject a request to record a session communicatedin a message 94, session manager 62 may determine whether there isavailable capacity to record the requested voice and/or data session. Ingeneral, session manager 62 maintains updated information regarding theavailable capacity within system 10 to record voice and/or voicesessions. For example, session manager 62 may maintain information thatidentifies the number of available voice channels, traffic patterns,switch 22 capacity, and other statistics associated with voice network18. In another example, session manager 62 may maintain information thatidentifies the available bandwidth, data traffic, server capacity, orother statistics associated with data network 20.

[0041] In one embodiment, session manager 62 determines the availablecapacity based upon the type of recording that is requested by acorresponding message 94. For example, session manager 62 may determinewhether available capacity exists within voice network 18 to record avoice session. In one embodiment, particular groups of lines 30 areallocated to corresponding groups of clients in a call center 12. Forexample, clients residing within the billing department of a particularentity may be allocated a first group of voice channels while clientsresiding in a customer service department of the entity may be allocateda second group of voice channels. Based on the particular group withinwhich the client resides, session manager 62 may determine the availablecapacity of voice channels to record a voice session conducted by theclient. For another example, session manager 62 determines whetheravailable capacity exists within data network 20 and with data recordmanager 54 to record a data session conducted by the client.

[0042] In the event that there is insufficient capacity within voicenetwork 18, session manager 62 generates a response message 96 forcommunication to voice record manager 50 denying authorization to recordan additional voice session. For example, response message 96 mayinstruct voice record manager 50 that the voice session identified inmessage 94 should not be recorded. In the event that session manager 62determines that there is not sufficient capacity within data network 20or with data record manager 54, session manager 62 generates a responsemessage 96 for communication to client manager 46 denying authorizationto record an additional data session. For example, manager 96 mayinstruct client manager 46 that the data session identified in message94 should not be recorded. In this respect, session manager 62 throttlesthe execution of recording plans 90 by voice record manager 50 and/orclient manager 46 based on network capacity and available hardwareand/or software resources.

[0043] To authorize or reject a request to record a session communicatedin a message 94, session manager 62 may also determine whether a sessionis already being recorded for that particular client. For example, ifsession manager 62 receives a request to record a voice sessionconducted by a particular client, session manager may review sessiontable 100 to determine whether a voice session is already being recordedfor the client. If so, then session manager 62 may deny authorization torecord the requested voice session. Otherwise, session manager 62 maygrant authorization to record the requested voice session.

[0044] Session manager 62 coordinates the operation of variouscomponents within call center 12 to synchronize the recording of voiceand/or data sessions conducted by particular clients in accordance withappropriate recording plans 90. For example, if session manager 62determines that there is available capacity within voice network 18,session manager 62 generates response message 96 that instructs voicerecord manager 50 to start recording the voice session conducted by theclient according to recording plan 90. In the event that recording plan90 comprises both a voice recording plan 90 and a data recording plan90, (e.g., as a result of the detection of voice presence and datapresence for a particular client), session manager 62 further generatesa command message 98 for communication to data record manager 54.Command message 98 instructs data record manager 54 to interact withclient manager 46 associated with the appropriate client to record acorresponding data session. In this respect, the voice session and thedata session conducted substantially simultaneously by the client may berecorded.

[0045] If session manager 62 determines that there is sufficient networkcapacity within data network 20 to record a data session as requested byclient manager 46, session manager generates a response message 96 thatinstructs client manager 46 to start recording the data sessionconducted by the client according to recording plan 90. In the eventthat the recording plan 90 comprises both a data recording plan 90 and avoice recording plan 90, session manager 62 further generates a commandmessage 98 for communication to voice record manager 50. Command message98 instructs voice record manager 50 to start recording a correspondingvoice session conducted by the client. In this regard, session manager62 synchronizes the recording of voice sessions and data sessionsaccording to a recording plan 90.

[0046] Session manager 62 may also coordinate the termination ofrecording sessions. For example, the recording of a voice session and/ora data session may be stopped by voice record manager 50 and/or clientmanager 46, respectively, in accordance with the appropriate recordingplan 90. In response, transaction information detailing various aspectsof the recorded session is communicated to session manager 62. Thetransaction information may include a stop record notification thatindicates that the recording was stopped. If the notification isassociated with a voice session, in accordance with a recording plan 90that comprises both a voice recording plan 90 and a data recording plan90, then session manager 62 communicates to client manager 46 a commandto stop recording the corresponding data session. Similarly, if thenotification is associated with a data session, in accordance with arecording plan 90 that comprises both a voice recording plan 90 and adata recording plan 90, then session manager 62 communicates to voicerecord manager 50 a command to stop recording the corresponding voicesession. In this regard, session manager 62 synchronizes the terminationof voice and/or data sessions according to a recording plan 90.

[0047] Voice record manager 50 and client manager 46 communicate tosession manager 62 transaction information associated with recordingsessions that have been completed. The transaction information mayinclude a client identifier, information associated with the recordingplan 90 according to which the session was recorded, recordingspecifications (e.g., a start time of the recorded session, the end timeof the recorded session, the length of the recorded session), a pathidentifier for the storage location of the recording, and any othersuitable transaction information. The transaction information may bestored in a transaction table 200.

[0048] Session manager 62 maintains a session table 100 that tracksinformation and statistics associated with a number of ongoing recordingsessions, referred to generally as session information. Session table100 is described in greater detail with respect to FIG. 3. In oneembodiment, session manager 62 may use session table 100 to usurpresources dedicated to a particular recording session in favor of arequested session. For example, session manager 62 may determine thatthere is insufficient capacity to record a requested voice and/or datasession. However, session manager 62 may determine that the recordingplan 90 according to which the voice and/or data session that isrequested has a higher priority than that of an ongoing recordingsession. Session manager 62 may then terminate at least one of theplurality of ongoing recording sessions identified in session table 100in order to make available sufficient capacity to record the requestedvoice and/or data session according to the recording plan 90 having ahigher priority.

[0049] In another embodiment, session manager 62 may receive a “recordon demand” command from client manager 46, voice record manager 50, orother components of system 10 independent of any recording plan 90. Suchrecording commands generally have a higher priority than recordingrequests that are made according to recording plans 90. Therefore,session manager 62 may terminate one of the number of ongoing recordingsessions associated with recording plans 90 to make available sufficientcapacity to record a voice and/or data session associated with a “recordon demand” command received by session manager 62. In a particularembodiment where session manager 62 receives a “record on demand”command for recording a voice session, session manager 62 determines theparticular group of voice channels to which the client may be assignedand usurps resources from an ongoing recording session that is using avoice channel in the same group. In this regard, session manager 62usurps hardware and/or software capacity for particular types ofrecording sessions in favor of recording sessions having a higherpriority.

[0050] In a particular embodiment where session manager 62 receivesmultiple recording requests/commands for the same client, sessionmanager 62 generally authorizes one request/command and denies the otherrequest/command. In this embodiment, session manager 62 may “link” therecording that is ultimately performed according to the authorizedrequest/command with the request/command that is denied. For example,session manager 62 may receive a request to record a voice sessionaccording to a recording plan 90 for a particular client. Sessionmanager 62 may also receive a “record on demand” command to record avoice session for the same client. In this instance, session manager 62may record the voice session according to the “record on demand” commandbut then provide a link to the recording to the request that was denied.The recording may not fulfill the various recording goals and parametersof the recording plan 90 that was denied, but the recording may bereviewed for informational purposes.

[0051] Presentation manager 64 of platform 16 generally processes theindividual recordings of voice and/or data sessions to produce one ormore multimedia files that are appropriately formatted to supportfaithful reproduction by a multimedia player. For example, a recordeddata session file may be synchronized with a corresponding recordedvoice session file to generate a multimedia file. The multimedia filemay be formatted as an audio video interleave (AVI) file, MovingPictures Experts Group (MPEG) file, WAV file, or any other suitablyformatted file. An application capable of playing back the recording maybe REALPLAYER, WINDOWS MEDIA PLAYER, or any other suitable multimediaapplication.

[0052] Message server 66 of platform 16 generally creates andcommunicates work items associated with sessions to owners responsiblefor performing the work. In a particular embodiment, message server 66updates transaction table 200 using session summaries communicated bysession manager 62. The session summaries may provide details regardingvarious sessions performed in call center 12 (e.g., voice and/or datarecording sessions, evaluation sessions, and survey sessions). Messageserver 66 is described in greater detail in pending U.S. applicationSer. No. ______, entitled “System and Method for Processing WorkAccording to an Active Work Model,” which is incorporated herein byreference for all purposes.

[0053]FIG. 2 illustrates one embodiment of a graphical user interface(GUI) 110 that provides an easy-to-use interactive interface for a userof system 10 to create a plan template 88. As described above, planmanager 58 uses the information from a plan template 88 in order tocreate a recording plan 90 for a particular client of call center 12.GUI 110 includes General Information section 112, Details section 114,Triggers section 116, Users section 118, and Notifications section 120.

[0054] General Information section 112 includes fields and indicatorsused to identify a particular plan template 88. For example Section 112includes name 122, description 124, and activation indicator 126. Name122 uniquely identifies the plan template 88. Description 124 comprisesa brief description of the plan template 88. Activation indicator 126indicates whether a corresponding recording plan 90 has been activatedfor a particular client.

[0055] Details section 114 includes fields used to establish variousrecording parameters and guidelines. For example, Section 114 includesdate 130, monitoring object 132, and recording pattern 134. Date 130comprises a date on which the particular plan template 88 may beactivated to create a recording plan 90. Monitoring object 132identifies the types of users that may be monitored using acorresponding recording plan 90. Recording pattern 134 defines asampling of voice and/or data sessions that are recorded according to arecording plan 90.

[0056] Different types of recording patterns include a greatestdispersion recording pattern, a first available recording pattern, amanual recording pattern, and a random recording pattern. The greatestdispersion recording pattern generally seeks to record particular voiceand/or data sessions conducted by a client according to a predefineddistribution over the course of a plan period. The first availablerecording pattern generally seeks to record the first available voiceand/or data sessions conducted by a client during a particular planperiod. The manual recording pattern follows a predetermineddistribution of recordings for the plan period. The random recordingpattern seeks to record a random selection of voice and/or data sessionsconducted by a client during a plan period. The sample of voice and/ordata sessions recorded according to recording plan 90 is based at leastin part upon the recording pattern 134.

[0057] Details section 114 further includes recording number 136,recording type 138, plan period 140, and maximum recordings 144.Recording number 136 and recording type 138 quantify the number ofrecordings to be made during the plan period and the type of recordings(e.g., voice sessions, data sessions, and voice and data sessions) to bemade. Plan period 140 specifies the periodicity of the plan. Forexample, the plan period 140 may be specified for a particular number ofdays, weeks, months, and years. The maximum recordings 144 specifies themaximum number of recordings that may be performed for a particularclient in any given day.

[0058] Details section 114 further includes start time 146 and end time148 and triggers 150 and 152. Start time 146 and end time 148 indicatethe time of day that recordings may be made for a particular client.Triggers 150 and 152 indicate whether and what type of triggerconditions will apply. Details section 114 further includes voicetemplates 154 and screen templates 156 that comprise recordingattributes and parameters that may be used to record voice and/or datasessions. For example, these attributes may comprise voice and/or datachannel characteristics upon which a trigger condition may be based.Details section 114 further includes a plan recurrence indicator 158that identifies the number of times that a particular recording plan 90should be repeated.

[0059] Triggers section 116 includes fields to establish various triggerconditions. For example, section 116 includes trigger types 160 andtrigger identification 162. Trigger types identify the particular typeof trigger that may be used to start and/or stop a recording session.Various trigger types include automatic number identification (ANI)triggers, DNIS triggers, and User Data triggers. For any given triggertype 162, the user may set an associated trigger condition. For example,the user may identify a call extension for an ANI trigger type.

[0060] Users section 118 identifies the participants of call center 12to whom a recording plan 90 may apply. For example, section 118 includesowner 164, available groups and users 166, and assigned users 168. Owner164 identifies a participant of call center 12 to whom a particularrecording plan 90 is assigned. The owner 164 to which a recording plan90 is assigned is generally responsible for any work items that need tobe performed with regard to voice and/or data sessions recordedaccording to the recording plan 90. For example, a particular owner 164may be responsible for reviewing and/or evaluating voice and/or datasessions recorded according to a recording plan 90. Available groups andusers 166 comprise those agents, supervisors, or other participants incall center 12 to which a particular recording plan 90 may be applied.Assigned users 168 identifies those participants to which acorresponding recording plan 90 will be applied.

[0061] Notifications section 120 includes notifications 170 andaddresses 172. Notifications 170 specify those participants of callcenter 12 that will receive an e-mail notification that a correspondingrecording plan 90 has been fulfilled. Addresses 172 comprise, forexample, e-mail addresses for those participants specified bynotifications 170.

[0062]FIG. 3 illustrates one embodiment of a session table 100 used insystem 10. Each entry in session table 100 corresponds to a sessionidentifier 202 and corresponds to an ongoing voice session and/or datasession as indicated by recording type 204. Each voice session and/ordata session is associated with a recording plan 90 according to whichthe recording is performed. The recording plan 90 is indicated usingrecording plan identifier 206. For those recordings that are performedin response to a “record on demand” command, recording plan identifier206 may indicate “ROD”. Each voice session and/or data session may beassigned a particular priority 208. Priority 208 allows session manager62 to usurp hardware and/or software resources as described above.

[0063] Each entry in session table 100 includes a resources identifier210 that identifies the hardware and/or software resources being used bysystem 10 to perform the corresponding recording. For example, resourcesidentifier 210 may indicate the particular voice channels used to recorda voice session. In another example, resources identifier 210 mayindicate the data network resources and/or bandwidth being utilized torecord a data session. Each entry in session table 100 also includes aclient identifier 212 that identifies the client conducting the voiceand/or data session being recorded. In one embodiment, client identifier212 may identify an IP address, voice instrument extension, name, or anyother suitable indicator of a client in call center 12.

[0064]FIG. 4 illustrates one embodiment of a transaction table 220 usedin system 10. Each entry in transaction table 220 corresponds to acompleted recording in call center 12. For example, each entry may referto a recorded voice session and/or data session conducted by a client incall center 12. Each entry in transaction table 220 corresponds to aclient identifier 230 that identifies the client that conducted thevoice and/or data session that was recorded. Each entry furthercorresponds to a recording plan identifier 232 indicating the recordingplan 90 according to which the voice and/or data session was performed.The recording plan identifier 232 may be used to identify the particularrecording parameters used to perform the recording. Each entry oftransaction table 220 further corresponds to recording specifications234 that may indicate, for example, the length of the recording, thestart time of the recording, the end time of the recording, andparticular CTI events that occurred during the recording.

[0065] Each entry further corresponds to path identifier 236 thatidentifies the storage location from which components of communicationsystem 10 can retrieve the identified voice and/or data session. Forexample, path 236 may specify locations in database 70, URL addresses,file transfer protocol (FTP) addresses, addresses supported by LAN 30 orPSTN 14, file path names, or other addressing or location information toidentify and retrieve voice and/or data sessions recordings in callcenter 12. Path identifier 236 may reflect naming conventions thatidentify the session, time, server or other information regarding storedvoice and/or data sessions. Each entry further corresponds to triggerinformation 238 that identifies the trigger conditions that caused aparticular voice and/or data session to be recorded. For example,trigger information 238 may comprise trigger conditions associated withevents occurring on voice network 18 and/or data network 20.

[0066]FIG. 5 is a flowchart of a method for implementing recording plans90 in system 10. The method begins at step 250 where call manager 52and/or client manager 46 monitor the presence of clients in call center12. At step 252, call manager 52 determines whether a client is presentwithin voice network 18 and/or client manager 46 determines whether aclient is present within data network 20. If neither call manager 52 norclient manager 46 detects client presence, execution returns to step250. If either or both of call manager 52 and client manager 46 detectclient presence within call center 12, execution proceeds to step 254where the appropriate one or both of call manager 52 and client manager46 communicate a login notification message 82 and/or 84 to clientmonitor 56. In response to receiving a login notification message 82and/or 84, client monitor 56 generates a presence message 86 forcommunication to plan manager 58, at step 256. Presence message 86indicates the type of presence detected within call center 12 and theidentity of the client whose presence was detected.

[0067] In response to receiving presence message 86, plan manager 58retrieves an appropriate plan template 88 from database 70, at step 258,based at least upon the type of presence that is detected and theidentity of the particular client whose presence was detected. In aparticular embodiment, plan manager 58 further retrieves clientinformation 92 at step 260 based upon the client identity indicated inpresence message 86. Execution proceeds to step 262 where plan manager58 creates a recording plan 90 for the particular client based at leastin part upon the retrieved plan template 88 and, in a particularembodiment, client information 92. Recording plan 90 may be a voicerecording plan 90, a data recording plan 90, or a voice and/or datarecording plan 90 based upon the type of presence detected within callcenter 12. Plan manager 58 communicates recording plan 90 to appropriateones of voice record manager 50, client manager 46, and/or triggermanager 60 based upon the type of recording plan 90 that is generated,at step 264.

[0068] Once a recording plan 90 is activated for a particular clientbased upon detecting the presence of the client, call center 12 recordsvoice and/or data sessions conducted by the client according to therecording plan 90. The following steps in the flowchart illustrated inFIG. 5 describe this execution of a recording plan 90. At step 266, theappropriate ones of voice record manager 50, client manager 46 and/ortrigger manager 60 determine whether it is appropriate to initiate arecording of a voice and/or data session according to recording plan 90.These components may initiate recording a voice and/or data session,referred to generally as a recording session, in accordance with therecording instructions of recording plan 90 or as a result of theoccurrence of a trigger condition. If a recording session is notinitiated at step 266, execution proceeds to step 268 where it isdetermined whether recording plan 90 is still active. A recording plan90 may deactivate as a result of the particular client failing tomaintain presence within call center 12 (e.g., logging out of voicenetwork 18 and/or data network 20), as a result of the plan periodexpiring, as a result of error or reset conditions, or any otherappropriate event occurring to deactivate recording plan 90. If therecording plan 90 is no longer active, as determined at step 268,execution terminates at step 312. If recording plan 90 is active asdetermined at step 268, execution returns to step 266.

[0069] If it is appropriate to initiate recording a voice and/or datasession, as determined at step 266, execution proceeds to step 270 wherevoice record manager 50 and/or client manager 46 communicate a requestfor authorization to record the voice and/or data session according tothe appropriate recording plan 90. The request for authorization iscommunicated in a message 94 to session manager 62. Execution proceedsto step 272 where session manager 62 determines whether there isavailable capacity to record the requested voice and/or data session. Ifthere is insufficient capacity, as determined at step 272, executionproceeds to step 274 where session manager 62 denies authorization torecord the voice and/or data session. This denial of authorization maybe communicated in a response message 96. Execution then proceeds tostep 266. If it is determined that there is available capacity to recordthe voice and/or data session, at step 272, execution proceeds to step276 where session manager 62 grants authorization to record therequested voice and/or data session. The granting of authorization maybe communicated in response message 96.

[0070] In one embodiment, session manager 62 coordinates the operationof various components within call center 12 to synchronize the recordingof voice and/or data sessions conducted by the particular client, inaccordance with the recording plan 90. For example, upon grantingauthorization at step 276 to voice record manager 50 to record a voicesession, session manager 62 determines whether to coordinate recording acorresponding data session at step 278. In the event that the recordingplan 90 comprises both a voice recording plan 90 and a data recordingplan 90 (e.g., as a result of the detection of voice presence and datapresence for a particular client), execution proceeds to step 280 wheresession manager 62 issues a start record command message 98 forcommunication to data record manager 54. Command message 98 instructsdata record manager 54 to interact with client manager 46 associatedwith the appropriate client to record a data session that corresponds tothe voice session authorized at step 276. Upon issuing the command atstep 280 or upon determining that voice and/or data recording sessionsdo not need to be coordinated according to the recording plan 90, atstep 278, execution proceeds to step 282 where session manager 62updates session table 100.

[0071] At step 284, the appropriate ones of voice record manager 50and/or client manager 46 start recording a voice and/or data sessionconducted by the particular client whose presence was detected at step252. It is determined by voice record manager 50 and/or client manager46 whether to terminate the recording, at step 286. If the recording ofthe voice and/or data session is not to terminate, execution proceeds tostep 288. The recording of the voice and/or data session is continueduntil it is determined at step 286 that it should be terminated. At thistime, execution proceeds to step 298 where voice record manager 50and/or client manager 46 stops recording the voice and/or data sessionand then communicates transaction information to session manager 62 atstep 300.

[0072] Session manager 62 determines whether to again coordinaterecording of voice and/or data sessions. This time, session manager 62coordinates the termination of recording sessions according to a commonrecording plan 90. For example, if the transaction informationcommunicated at step 300 indicates that the recording of a voice sessionhas been terminated by voice record manager 50 in accordance with arecording plan 90 that comprises both a voice recording plan 90 and adata recording plan 90, then execution proceeds to step 304 wheresession manager 62 communicates to client manager 46 a command to stoprecording the corresponding data session. Client manager 46 then stopsrecording the data session at step 306 and communicates transactioninformation to session manager 62 at step 308. Upon completing thecoordination of recording at steps 304-308 or upon determining thatsession manager 62 should not coordinate recording at step 302,execution proceeds to step 310 where session manager 62 updates sessiontable 100. Execution terminates at step 312.

[0073] Although the present invention has been described with severalembodiments, a myriad of changes, variations, alterations,transformations, and modifications may be suggested to one skilled inthe art, and it is intended that the present invention encompasses suchchanges, variations, alterations, transformations, and modifications asfall within the spirit and scope of the appended claims.

What is claimed is:
 1. A system for implementing a recording plan basedupon the presence of a client, comprising: a client monitor operable togenerate a presence message signifying the presence of a client on anetwork associated with the system, wherein the presence messagecomprises a presence type and a client identity; and a plan manageroperable to: receive the presence message from the client monitor;retrieve a plan template in response to receiving the presence message,wherein the plan template is retrieved based upon the client identityand the presence type; and create a recording plan associated with theclient based at least in part upon the plan template.
 2. The system ofclaim 1, wherein the network comprises at least one of a voice networkand a data network, wherein the presence type indicates the presence ofthe client on at least one of the voice network and the data network. 3.The system of claim 1, wherein the plan template comprises a pluralityof recording parameters, trigger information, and participantinformation.
 4. The system of claim 3, wherein the recording parametersdefine a number of recordings to be made for a plan period.
 5. Thesystem of claim 3, wherein the recording parameters further define arecording pattern according to which the recordings are made during theplan period.
 6. The system of claim 3, wherein the recording parametersfurther define a type of recordings to be made.
 7. The system of claim3, wherein the trigger information comprises a plurality of triggerconditions used to initiate recording of at least one of a voice sessionand a data session conducted by the client.
 8. The system of claim 1,wherein the plan manager is further operable to retrieve clientinformation based upon the client identity, in response to receiving thepresence message, and to create the recording plan further based uponthe client information.
 9. The system of claim 1, wherein the plantemplate indicates a plan period and the client information indicatesclient availability for at least a portion of the plan period.
 10. Thesystem of claim 9, wherein the plan manager is further operable to assign a priority to the recording plan based at least in part upon theclient availability.
 11. The system of claim 1, wherein the recordingplan comprises a plurality of trigger conditions used to initiaterecording of at least one of a voice session and a data sessionconducted by the client.
 12. The system of claim 11, wherein the triggerconditions are based upon computer telephony interface (CTI) events. 13.The system of claim 11, wherein the trigger conditions are based uponkeyboard entries at a computer associated with the client.
 14. Thesystem of claim 11, wherein the trigger conditions are based upon anapplication launched at a computer associated with the client.
 15. Thesystem of claim 1, wherein the recording plan comprises recordinginstructions.
 16. The system of claim 15, wherein the recordinginstructions define a number of recordings to be made for a plan period.17. The system of claim 16, wherein the instructions define a recordingpattern according to which the recordings are made for the plan period.18. The system of claim 17, wherein the recording pattern comprises atleast one of a random pattern, a first available pattern, a manualpattern, and a dispersion pattern.
 19. The system of claim 1, furthercomprising a record manager communicatively coupled to the plan manager,wherein the recording plan comprises at least a voice recording plan,and the plan manager is further operable to communicate the voicerecording plan to the record manager.
 20. The system of claim 19,further comprising a trigger manager communicatively coupled to the planmanager, wherein the voice recording plan comprises a plurality oftrigger conditions, and the plan manager is further operable tocommunicate the voice recording plan to the trigger manager.
 21. Thesystem of claim 20, wherein the trigger manager generates a recordcommand in response to detecting at least one of the trigger conditions,and wherein the record manager records a voice session conducted by theclient, in response to the record command.
 22. The system of claim 19,wherein the record manager records a voice session conducted by theclient, according to the voice recording plan.
 23. The system of claim22, further comprising a session manager communicatively coupled to therecord manager, wherein the record manager communicates a requestmessage to the session manager and records the voice session accordingto the voice recording plan if it receives an authorization communicatedby the session manager.
 24. The system of claim 1, further comprising aclient manager operating on a computer associated with the client,wherein the recording plan comprises at least a data recording plan, andthe plan manager is further operable to communicate the data recordingplan to the client manager.
 25. The system of claim 24, wherein theclient manager records a data session conducted by the client, inresponse to detecting at least one trigger condition associated with thedata recording plan.
 26. The system of claim 25, further comprising asession manager communicatively coupled to the client manager, whereinthe client manager communicates a request message to the session managerand records the data session according to the data recording plan if itreceives an authorization communicated by the session manager.
 27. Thesystem of claim 1, further comprising: a record manager communicativelycoupled to the plan manager; and a client manager operating on acomputer associated with the client; wherein the recording plancomprises a data recording plan and a voice recording plan, and the planmanager is further operable to communicate the voice recording plan tothe record manager and to communicate the data recording plan to theclient manager.
 28. The system of claim 27, wherein the record managerrecords a voice session conducted by the client, according to the voicerecording plan.
 29. The system of claim 28, further comprising a sessionmanager communicatively coupled to the record manager, wherein therecord manager communicates a request message to the session manager andrecords the voice session according to the voice recording plan if itreceives an authorization communicated by the session manager.
 30. Thesystem of claim 29, wherein the session manager generates a recordcommand in response to the request message communicated by the recordmanager, and wherein the client manager records a data session conductedby the client in response to the record command.
 31. The system of claim27, wherein the client manager records a data session conducted by theclient, in response to detecting at least one trigger conditionassociated with the data recording plan.
 32. The system of claim 31,further comprising a session manager, wherein the client managercommunicates a request message to the session manager and records thedata session according to the data recording plan if it receives anauthorization communicated by the session manager.
 33. The system ofclaim 32, wherein the session manager generates a record command inresponse to the request message communicated by the client manager, andwherein the record manager records a voice session conducted by theclient in response to the record command.
 34. The system of claim 1,further comprising a trigger manager, wherein the recording plancomprises a master recording plan, and the plan manager is furtheroperable to communicate the master recording plan to the triggermanager.
 35. The system of claim 34, wherein the trigger managergenerates a record command in response to detecting at least one triggercondition associated with the master recording plan, and furthercomprising a record manager that records a voice session conducted by aclient in response to the record command.
 36. The system of claim 1,wherein the network comprises a voice network and further comprising acall manager operable to: determine that the client has logged into thevoice network; and communicate a message to the client monitoridentifying the client.
 37. The system of claim 36, wherein the voicenetwork comprises a computer telephony interface (CTI) server and thecall manager determines that the client has logged into the voicenetwork in response to receiving a CTI event message.
 38. The system ofclaim 1, wherein the network comprises a data network and furthercomprising a client manager operating on a computer associated with theclient and operable to: determine that the client has logged into thedata network; and communicate a message to the client monitoridentifying the client.
 39. A system for implementing a recording planbased upon the presence of a client, comprising: a memory operable tostore a plurality of plan templates and client information; and aprocessor coupled to the memory and operable to: receive a presencemessage signifying the presence of a client on a network associated withthe system, the presence message comprising a presence type and a clientidentity; retrieve a plan template from the memory in response toreceiving the presence message, wherein the plan template is retrievedbased upon the client identity and the presence type; and create arecording plan associated with the client based at least in part uponthe plan template.
 40. The system of claim 39, wherein the networkcomprises at least one of a voice network and a data network, whereinthe presence type indicates the presence of the client on at least oneof the voice network and the data network.
 41. The system of claim 39,wherein the plan template comprises a plurality of recording parameters,trigger information, and participant information.
 42. The system ofclaim 39, wherein the processor is further operable to retrieve clientinformation based upon the client identity, in response to receiving thepresence message, and to create the recording plan further based uponthe client information.
 43. The system of claim 42, wherein the plantemplate indicates a plan period and the client information indicatesclient availability for at least a portion of the plan period.
 44. Thesystem of claim 39, wherein the recording plan comprises a plurality oftrigger conditions used to initiate recording of at least one of a voicesession and a data session conducted by the client.
 45. The system ofclaim 39, wherein the recording plan comprises recording instructions.46. The system of claim 45, wherein the recording instructions define anumber of recordings to be made for a plan period.
 47. The system ofclaim 46, wherein the recording instructions define a recording patternaccording to which the recordings are made for the plan period.
 48. Thesystem of claim 47, wherein the recording pattern is at least one of arandom pattern, a first available pattern, a manual pattern, and adispersion pattern.
 49. The system of claim 39, wherein the recordingplan comprises a voice recording plan and the processor is operable torecord a voice session conducted by the client, according to the voicerecording plan.
 50. The system of claim 39, wherein the recording plancomprises a data recording plan and a computer associated with theclient is operable to record a data session conducted by the client,according to the data recording plan.
 51. A method for implementing arecording plan based upon the presence of a client, comprising:receiving a presence message signifying the presence of a client, thepresence message comprising a presence type and a client identity;retrieving a plan template in response to receiving the presencemessage, wherein the plan template is retrieved based upon the clientidentity and the presence type; and creating a recording plan associatedwith the client based at least in part upon the plan template.
 52. Themethod of claim 51, wherein the presence type indicates the presence ofthe client on at least one of a voice network and a data network. 53.The method of claim 51, wherein the plan template comprises a pluralityof recording parameters, trigger information, and participantinformation.
 54. The method of claim 51, further comprising retrievingclient information based upon the client identity, and wherein the stepof creating comprises creating the recording plan further based upon theclient information.
 55. The method of claim 54, wherein the plantemplate indicates a plan period and the client information indicatesclient availability for at least a portion of the plan period.
 56. Themethod of claim 51, wherein the recording plan comprises a plurality oftrigger conditions used to initiate recording of at least one of a voicesession and a data session conducted by the client.
 57. The method ofclaim 51, wherein the recording plan comprises recording instructions.58. The method of claim 57, wherein the recording instructions define anumber of recordings to be made for a plan period.
 59. The method ofclaim 58, wherein the recording instructions define a recording patternaccording to which the recordings are made for the plan period.
 60. Themethod of claim 59, wherein the recording pattern is at least one of arandom pattern, a first available pattern, a manual pattern, and adispersion pattern.
 61. The method of claim 51, wherein the recordingplan comprises a voice recording plan and further comprising recording avoice session conducted by the client, according to the voice recordingplan.
 62. The method of claim 51, wherein the recording plan comprises adata recording plan and further comprising recording a data sessionconducted by the client, according to the data recording plan.